Product Responsibility and Customer Safety
Develop and maintain product and service quality and safety standards throughout the value chain.
Maintain zero confirmed significant complaints related to products and services annually.
Maintain zero cases of non-compliance with laws or requirements related to quality, safety, labeling, and product information communication annually.
Maintain customer satisfaction at more than 90% annually and increase it to at least 95% by 2029.
Continuously enhance product quality and safety management systems in alignment with international standards.
Develop efficient processes for receiving, investigating, responding to, and resolving customer complaints within the specified timeframe, and utilize the Voice of Customer (VOC) to improve products and services.
No significant product or service complaints were reported.
No significant incidents of non-compliance with laws, regulations, or requirements related to product and service quality standards were identified.
No significant customer complaints regarding personal data protection were reported.
Customer satisfaction with product delivery services reached 91.6%
Customer satisfaction with oil storage services reached 92.5%
Continued to manage product quality in accordance with ISO 9001, ISO/IEC 17025, and IATF 16949 standards.
Prepared and communicated comprehensive product information through Technical Data Sheets (TDS) and Material Safety Data Sheets (MSDS).
Challenges and Opportunities
Challenges
The Company must maintain high standards of product quality, safety, and reliability amid increasing customer expectations, as well as evolving regulatory requirements and international standards. This is particularly critical for its lubricants, chemical products, and oil storage services businesses, where rigorous quality and safety controls are required throughout the value chain.
In addition, the Company must effectively manage risks related to product quality, safety, product information communication, storage and transportation operations, and customer complaint handling to maintain customer confidence and long-term satisfaction.
Opportunities
Maintaining high standards of product and service quality and safety helps build customer confidence, satisfaction, and long-term relationships, while strengthening the Company’s competitive advantage and future business opportunities.
At the same time, continuously analyzing and leveraging insights from the Voice of Customer (VoC), customer satisfaction surveys, and complaint management processes enables the Company to enhance product quality, service excellence, and customer experience, while supporting the organization’s sustainable growth.
Management Approach and Value Creation
- Manage product and service quality and safety throughout the value chain.
- Maintain product quality in accordance with international standards and applicable requirements.
- Enhance product traceability systems to support effective product tracking and verification.
- Establish product recall procedures and quality and product safety incident management protocols.
- Prepare and communicate accurate, complete, and transparent product information through Technical Data Sheets (TDS) and Material Safety Data Sheets (MSDS).
- Gather customer feedback through Voice of Customer (VoC) programs and conduct regular customer satisfaction surveys.
- Systematically manage customer complaints and feedback.
- Protect the personal data of customers and stakeholders in compliance with applicable data protection laws and regulations.
- Continuously enhance employee capabilities in product knowledge, quality management, customer service, and complaint handling.
- Promote a culture of continuous improvement to further enhance product quality and service excellence.
Stakeholders Directly Impacted
